Trusted Agent profile
★★★★★
1,363 reviews across 9 offices and 2 platforms
Rook Matthews Sayer has nine offices, in Whitley Bay, Morpeth, Ashington, Newcastle Upon Tyne (two offices), Bedlington, Amble, Hexham and Alnwick. Together they have 1,363 reviews on two platforms, rated 4.7 out of 5 overall.
Rook Matthews Sayer's nine offices, most reviewed first. Each has its own page.
Newest first, from every platform, with the office each review is about. First names only.
3/5
GoogleThey were OK. Not brilliant but not bad
Hi Alison, thank you for taking the time to leave our Amble branch a review. We are sorry if you have been left dissatisfied with the service received at any point. If you'd like to discuss the matter further please feel free to email us at marketing@rmsestateagents.co.uk and we will investigate the matter further. Thank you again.
5/5
GoogleGreat service! Tracey was extremely helpful throughout and especially when things slowed or stalled. Really happy I chose to purchase a house through this estate agent! Thank you Tracey!PositiveResponsiveness, Professionalism
Dear Stephen, thank you for taking the time to leave Tracey at our Amble branch a 5* review, we're so glad she was able to help get the purchase over the completion line. We hope you're very happy in your new home!
5/5
GoogleWe sold our house and bought our new house through the Amble Branch, they were brilliant from start to finish . Always happy to answer any questions that we had . The support they gave was fantastic .PositiveResponsiveness, Quality, Professionalism, Value
Dear Joanne, thank you for taking the time to leave our Amble branch a thoughtful review. We're very happy that you received 5 star service from both our team. We hope you're very happy in your new home.
5/5
GoogleWe purchased a property through the Amble branch. Tracey provided outstanding service. She helped us throughout our search and helped communications in the buying process between us and the vendor. She was really friendly and professional throughout. Thank you.PositiveProfessionalism
Hi there, thank you for taking the time to leave Rook Matthews Sayer Amble & specifically Tracey such a lovely review, it was a pleasure to read. We're very pleased to read about how happy you are with the service received. We hope you're very happy in your new home, thanks again.
5/5
TrustpilotRook Matthews Ponteland staff handled…
Rook Matthews Ponteland staff handled our house sale extremely well and were very professional in their full approach to the transaction.Whilst in the end we did not proceed with the sale this was entirely due to us not being able to find suitable alternative accommodation even though Rook Matthews had found us an extremely patient buyer.It is now our intention to look for another smaller property in a few years when we are a little older and we will have no hesitation in using Rook Matthews Ponteland again.
Dear John, thank you for taking the time to write such lovely words about our Ponteland team. We're so pleased that they provided you with professional service throughout the transaction. We hope in future we're again able to secure you a buyer and at a price you're happy with again. Many thanks again and we look forward to working for you in the future!
5/5
TrustpilotRook Matthews Sayer, Great service
Rook Matthews Sayer, Morpeth branch have been very helpful throughout my house purchase. Professional, informative and friendly.
Dear Mr.Gilmore, thank you very much for taking the time write a review and leave a 5* review for our Morpeth branch. We hope to be of assistance to you again in the future!
5/5
TrustpilotRMS are truly an outstanding estate…
RMS are truly an outstanding estate agents. Their team work together and are committed to each and every customer. I have worked with many agents in the past, but none of these compare to RMS; they simply go above and beyond. Excellent team (thanks Nicola, Marslie and Jan).
Hi there, thank you for leaving our Whitley bay branch and specifically Nicola, Marslie and Jan a lovely review. We're so glad they were able to provide with 5* service and hope that you will continue to use our services in the future! Thank you again.
5/5
TrustpilotExcellent Service
Received excellent service from the staff at Rook Matthews Sayer in Ryton.Julie and Victoria could not have been more helpful and went beyond my expectations to assist in ensuring everything went as smoothly as possible.
Dear Barry, thank you very much for taking the time to leave our Ryton team, especially Julie and Victoria such a lovely review. We're so glad they were able to provide you with 5* service! Thank you again
1/5
TrustpilotPoor service
I made the mistake of using the Rook Matthews sayers branch in West Denton, Newcastle Upon Tyne. Whilst initially they were keen to get my business (I was selling my house) the service after I signed on the dotted line was woeful. After making it clear I didn’t want a board putting up (due to the area and the property being vacant for a while) I returned to the property 2 weeks into the contract and a board had been put up - I was told by someone in the office that this was a “ mis communication”. I had to constantly chase for feedback from viewings and leave messages after which no one would call back. Very poor - don’t use!!
Good afternoon,We are sorry to read this review and to hear of your disappointment. This is very unlike our usual service and is something we have looked into further. We're aware that you're in communication with our team and the manager at West Denton, who is responding to your correspondence. We hope that this is resolved quickly for you. Kind regards.
1/5
GoogleAbsolutely disgraceful service at West Denton Office, would never recommend anyone to ever use them! In paricular found Barbera to be totally incompetent in her job and unprofessional. My mothers buying process of which there was no need for mortgages or anything should have been straight forward, but thanks to Barbera my mother was ill due to the anxiety solely brought on by this terrible service. Barbera contacted us a few times asking things she should of been asking the seller not us buying. Asked me numerous times which solicitors we were using and told her every time it was the solicitors she told us to use as that is who they always deal with. At one stage she rang me and asked if we were still going ahead with the purchase of the house as she said we hadn't begun any of the process yet!! We had already received survey results of the property she was selling to us and had our own surver of our property booked for the following week so told her we were quite a way down the process. This woman doesn't have a clue what she's doing! When asking questions we were told to put them in an email and send it to the office. I sent 2 and still have no reply! They never answered any emails any of us sent. At one point both Barbera and another girl were on the phone to me and my brother at the same time trying to convince us to change a viewing date as they didnt have a battery for the fob for the garage we still hadnt seen inside of after asking for weeks... pretty much telling us it wasnt really important as it was the same as any garage! Could write many more instances but just so disappointed and disgusted with the service received. Barbera didnt even acknowledge my mother when we went for the keys. She didnt look up from her phone even after she had seen us at the door and knew who we were. Another man gave us them and when i asked a question he was also quite abrupt. Rude, unprofessional staff would advise anyone not to use this office.
Hello Trudy, We are very disappointed to receive your 1* review. I can confirm that we take customer service very seriously and it is rare for us to receive such a low review. I have spoken to the the manager at the West Denton branch with regards your review. We are sorry that you feel Barbara was unable to provide a high level of service, however, the manager has reassured me that Barbara spent an enormous amount of time chasing both sets of solicitors and without her doing so, the sale would not have exchanged and completed when it did. Perhaps the confusion surrounding solicitors was a miss communication, as the manager has also confirmed that the solicitor instructed by your mother is not on our panel and therefore not the solicitor we always use. Regarding the emails that are awaiting reply, Barbara and the manager have confirmed that phone calls took place in response to those emails, sorry you did not receive the responses in writing. Additionally, regarding the frustrations surrounding the fob, Rook Matthews Sayer did not have a copy of the fob and therefore relied on the seller and gardener to provide access, which although very frustrating I’m sure you can agree this is not the fault of Barbara or any other members of the team. Furthermore, when the branch chased the seller for the fob, to provide access for the viewing we found out that the seller was ill and was in hospital. This unfortunately delayed the viewing but was not something we could have rectified. While we understand how desperate you were for the keys and access to the property on the morning of completion, it is our duty to retain the keys until we receive confirmation from the solicitors that the funds have been transferred. Which again, we understand was disappointing for you, but due to Estate Agency legislation we could not allow you to have the keys prior to completion. Once the sale was complete and you were able to collect the keys Barbara was on the phone, so therefore unable to answer the door. I can assure you Barbara usually goes to the door with keys on completion and checks ID, she often has a quick chat too, but couldn’t on this occasion as she was on a call. I’m sorry you did not notice Barbara acknowledge you, the manager has confirmed that while he answered the door, she did acknowledge you. When he passed you the keys, wished you good luck and hoped you enjoy the new house and you asked where the fob was, he informed you that it would be in the bungalow for you. We hope this answers your points raised and we do wish your mother all the very best in her new property. Take care and stay safe. If you would like to discuss the matter further please feel free to email our marketing team marketing@rmsestateagents.co.uk.
1/5
GoogleHave 4 houses to sell and still waiting for a response on how much one of them could achieve but didn't get back to me so have spoken to another agent instead as had this before with rook mathews
Dear Vivien, I have spoken with our West Denton office manager, who I believe spoke to you yesterday regarding your enquiry. We believe there has been a misunderstanding, as there was no mention of an in person valuation during the call, the office manager was under the impression all you required was a rough idea on property prices, which unfortunately she was unable to provide you with there and then. Therefore, she agreed to have a look into the properties within an acceptable timescale and give you a call back with a rough idea of what she felt could be potentially achieved on the current market. We are sorry for the confusion and can assure you that had the team known you required a formal, in person valuation they would have booked you in with our valuer. I believe our office manager has since called you in response to your review and valuation request. As you have been a client of Rook Matthews Sayer for in excess of 10 years it would be shame if you felt as though you were unable to use our services in future.
5/5
GoogleA friend of mine had used RMS to purchase his property and said how great they were, so when I started this process for myself, they were the company I used as well. I couldn't have asked for a better mortgage broker to help me complete on my first home. RMS were attentive, helpful and quick to answer any questions I might have had and they certainly helped to get the best deal out there for me.
Dear Alexandra, thank to both you and your friend, it is lovely to hear that we received such a positive recommendation. We're so glad you received 5* service from both our branch staff and financial service provider. Thank you again for the great review!
5/5
GoogleI used Rook Matthews Sayer (RMS) Mortgage Services at their Jesmond branch. Excellent support all the way through, Neil made all the difference. In the early stages he gave a clear and thorough overview of the options and was very efficient and timely in preparing the documents. Then, during the latter stages, he maintained close contact with the mortgage provider to ensure everything fell into place for a transaction that had tight timelines. He kept me well informed throughout and was always ready to go the extra mile, quickly actioning any points that came up. Likewise, the RMS mortgage service package I felt was very good and it helped in terms of co-ordination between all parties that RMS was handling both my mortgage and the house transaction itself. I highly recommend Neil and RMS Mortgage Services.
Dear Matthew, thank you for taking the time to leave our Jesmond branch and specifically Neil, our financial services advisor 5 gold stars and a lovely review. We really appreciate the future recommendations and hope you're very happy in your new home.
1/5
GoogleNot great ... Could not find anything I was looking for and it was hard work using their website
Dear Vincent, We’re sorry you were unable to find the information you were looking for when navigating through our website. We do have a chat option online to help facilitate users, additionally our staff would be able to help with queries via email or phone at all 16 of our branches. If there is anything else we can help you with please feel free to email marketing@rmsestateagents.co.uk.
5/5
GoogleGreat service - fantastic keeping you up to date with what is happening - have both bought and sold with RMS and would recommend them every time
Dear George, Thank you for the 5 star review. It was a pleasure working with you.
5/5
GoogleThe staff at this agency were particularly helpful during a recent house purchase. Although the purchase took a long time they made every effort to ensure things went as smoothly as possible. The Agency should be proud to employ Maureen. She's a real credit to them
Dear Ingvar, we're so glad that the team at Alnwick and specifically Maureen were able to ensure the smooth purchase of your home. Thank you for leaving a review and writing kind words about Maureen, we're sure she really enjoyed reading them. We hope you're very happy in your new home.
5/5
GoogleEveryone at each stage of the process provided excellent service. Return calls were always made. Advice and information were given professionally and helpfully. There was always the impression of great teamwork striving to help us every step of the way. A massive thank you to everyone.
Dear Marguerite, we really appreciate the review and 5 shiny stars. It was lovely to read such kind words about our Alnwick team. We're glad they were able to assist you professionally throughout the process. Many thanks
5/5
GoogleRating only, no written review.
Hi Sheena, thank you for taking the time to leave us 5 gold stars! It's very much appreciated!
5/5
GoogleRating only, no written review.
Hi Stephen, thank you for taking the time to leave us 5 gold stars!
5/5
GoogleRating only, no written review.
Dear Wendy, thank you for leaving our Hexham branch 5 shiny stars!
5/5
TrustpilotCan not fault Rook Matthews Sayer with…
Can not fault Rook Matthews Sayer with the sale of our home. In what has been a stressful time they have made things so much easier for us. They have been so helpful throughout and every member of staff have been amazing! Can't thank them enough.
Dear Charlotte, We're so glad our Blyth team were able to assist you fully and ensure a completion on your home sale. We really appreciate the review and hope you're happy in your new home. Thanks again
5/5
TrustpilotRMS Blyth offer a brilliant, professional service
Just completed a purchase of a flat through RMS Blyth office& wanted to congratulate the whole team on giving brilliant service. The team were really helpful & nothing was too much trouble. Would highly recommend.I will definitely use them again.
Dear DD, thank you for leave 5 shiny stars for our Blyth branch. We're so glad they provided you with brilliant service while buying your flat. We hope you're very happy in your new home!
5/5
TrustpilotRMS Blyth helped us to sell our much…
RMS Blyth helped us to sell our much loved home and buy a new family home. The staff were amazing, professional and friendly. Special shout out to Nichola, their mortgage advisor who helped us find our mortgage too. I wouldn’t hesitate to use them again. Thank you 😊
Dear Lynsey, thank you for taking the time to write such a lovely worded review regarding our Blyth team and specifically Nichola. We're so glad she was able to help secure you a mortgage, while the rest of the team were able to find a suitable buyer for your family home. We hope you're happy in your new home, thanks again!
5/5
TrustpilotGreat service - helpful & professional
We purchased a property in Morpeth via RMS. We were very happy with the service we received, at all times professional, and helpful. We were constantly updated with progress. We would recommend RMS to anyone buying/selling a property.
Dear Ken, Thank you for leaving our team 5 shiny stars. We're very glad our Morpeth girls were able to secure you your next property while maintaining professionalism throughout the sale. Thank you very much for the recommendation.
A review that appears on several offices' pages is shown once. We leave out reviews that name another agent.
Rook Matthews Sayer is among EA Masters 2026 winners.
EA Masters winners in three years, the group and its branches: 2019, 2020, 2026.
EA Masters by year, 2019 to 20202020 1 award EA Masters 2020 winners
2019 1 award EA Masters 2019 winners
Source: Best Estate Agent Guide 2027 results, as published. Earlier years link to each year's list.
Rook Matthews Sayer branches are among The British Property Awards 2026 winners.
The British Property Awards 2026: 2 Gold across two branches.
British Property Awards winners in six years, the group and its branches: 2021, 2022, 2023, 2024, 2025, 2026. A British Property Awards winner every year since 2021.
British Property Awards by year, 2021 to 20252025 5 Gold across five branches The British Property Awards 2025 winners
2024 7 Gold across five branches The British Property Awards 2024 winners
2023 7 Gold across five branches The British Property Awards 2023 winners
2022 6 Gold across four branches The British Property Awards 2022 winners
2021 4 Gold across three branches The British Property Awards 2021 winners
Source: The British Property Awards 2026 winners, as published. Earlier years link to each year's list.
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Whitley Bay has the most, with 743 reviews rated 4.8 out of 5, followed by Morpeth with 737.
The nine Rook Matthews Sayer offices, by town:
Yes. At EA Masters 2026 the group won Silver for Best Estate Agent Guide 2027, Sales. The group and its branches have also won 33 other industry awards since 2019.
